COVID-19 Hammers Customer Satisfaction With Internet Retailers

While the COVID-19 pandemic has kept most Americans close to home, U.S. consumers still needed to buy things. And the purchasing experience has been less than optimal.

According to a new American Customer Satisfaction Index (ACSI) survey, four of five retail industries received lower satisfaction scores in a survey of nearly 31,000 consumers conducted between April 1 and September 30. The scores were compared to a similar study done last year.

a box filled with different types of food on a table

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ACSI’s managing director, David VanAmburg, commented, “Customers braced for delayed packages, empty grocery store shelves, and hard-to-find name brands. Of course, just because they expected this, doesn’t mean they were thrilled about it.”


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Surprisingly, perhaps, the sector posting the lowest index score was internet retail. The sector’s index score fell by nearly 5% year over year, from 81 to 77. The top score (80) went to three sellers: Costco, Etsy and

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